Download Patient Access Communication Plan 5.06

Ambulatory Care Services
Policy Number 5.06
MCG Health, Inc.
Page 1 of 2
Subject: Ambulatory Patient Access Communication
Standards
Effective Date: 9/29/03
Revision Date:
POLICY
It is the policy of Ambulatory Care Services that all communication with patients will be
performed in a friendly, courteous, yet businesslike fashion. Communications with
patients will occur in a positive manner (i.e. “We would like some demographic and
insurance information from you, so that we may facilitate processing of your account”).
Communication with patients will occur in a manner that invites cooperation.
PROCEDURE
Calling Into Central Scheduling:
A) Patient knows specific phone number for desired specialty:
1.
Scheduler answers call that is sent to them via the EIC software.
2.
Scheduler makes appointment.
3.
If an appointment with another specialty or service is desired, one of the
following methods is used:
a.
Scheduler is back up for that specialty and makes the appointment.
b.
Scheduler puts the caller on hold briefly, converses with person in
appropriate “specialty bubble” and books the appointment based on
their advice.
c.
Monitored transfer occurs between scheduler answering the phone and
appropriate “specialty bubble.” Appointment is scheduled.
B) Patient does not know specific phone number for desired specialty:
1.
Central scheduling main number is accessed and a live person answers the
phone, triages and forwards to the appropriate specialty.
2.
Next available scheduler takes the call.
3.
See A above.
NOTES:
1.
The methods listed above would also be utilized for internal calls requesting
appointments from inpatient units, Emergency Services, or other care areas.
2.
EIC software on each scheduler’s desk top will show activity on how many lines
are open, how many attendants are logged into the phone system, etc.
Internal Communication of Patients Arrival:
Notification to care providers that cleared patients have arrived, and are waiting in the
waiting rooms:
Ambulatory Care Services
Policy Number 5.06
MCG Health, Inc.
Page 2 of 2
Subject: Ambulatory Patient Access Communication
Standards
Effective Date: 9/29/03
Revision Date:
1.
This communication will occur specialty specific based on local policy.
Information relayed will include Patient Name, Appointment time, Arrival
time and Care provider.
EXAMPLE: Jane Doe is here for her 8:30 appointment with Dr. Smith, she arrived at
8:25, and medical record number is 123456.
Patient Name
Jane Doe
2.
Appointment Time
Arrival Time
8:30
8:25
Care Provider
Smith
Unconfirmed patient presents at check in desk. All business is taken care of
and the patient is “arrived” in IDX.
Internal Communications between FQC, Central Scheduling, and Desk Operations:
Central Scheduling: All attendants have their own “official use only” phone numbers
which are known to staff in FQC, desk operations, and financial counseling. These
numbers are not given to patients or any other outside parties.
Desk Operations: Each check in station has an “official use only” line for direct contact
between departments. This number is not given to patients or any other outside parties.
FQC: FQC has publicized phone lines utilized by insurance companies calling with
authorization numbers, etc. This number is not given to patients or any other outside
parties.
Communication to Practice Sites on Unconfirmed Patients with Next Day Visits:
A listing of unconfirmed patients is faxed to each check in station each morning prior to
7:00 a.m. This function is performed by FQC.
Approved
Vice President of Ambulatory and Network Services
MCG Health, Inc.
Date